Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a surgery scheduled with Avana for June 12th. I was aware that my final payment would be due 3 weeks out from my surgery date which would be May 22. i received a call from ******* Planes in billing department demanding that i pay before my due date and that my payment would need to be made by May 19th or shes canceling my procedure. I asked why i needed to pay early and she told me because she starts accepting payments on Monday so i had to pay her Monday. i tried explaining to her that i would like to pay on my due date which is also in my contract and she became very angry. she was yelling and talking all over me i couldnt even get a word out. after that altercation and her temper being exposed, i was very afraid to go under anesthesia with Avana. i had originally paid Avana $250 deposit and an additional $1000. i asked to cancel surgery and get a refund for my $1000 and Avana is refusing. i am afraid to have surgery with them and i do not feel it is right for them to keep my hard earned money after their employee yelled at me.

  Business Response

  Date: 06/03/2025

  Dear Ashonte,
  
  Thank you for giving us the opportunity to address your complaint.
  
  At Avana, we are committed to treating every patient with respect, professionalism, and care. We're truly sorry to hear that your experience with a member of our team did not reflect these values. Please know that this is not representative of the standards we uphold, and we take your feedback seriously.
  
  Our **************** Manager was able to speak with you directly and offered a solution in an effort to address your concerns. We understand and respect that you chose to politely decline that offer.
  
  Should you have any further questions or if theres anything else we can do to assist, please dont hesitate to reach out. Your comfort and trust remain important to us, and we are here to support you in any way we can.
  
  Sincerely,
  Avana Plastic Surgery
  ************

  Customer Answer

  Date: 06/16/2025

  Hello, the offer i declined was to still have surgery with you all. however, i was offered a refund and that i did accept, am still expecting and have not received as of 15June.

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23356546
  
  I am rejecting this response because: Hello, the offer i declined was to still have surgery with you all. however, i was offered a refund and that i did accept, am still expecting and have not received as of 15June.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/25/2025

  Hello,

  We appreciate the opportunity to address your complaint. 
  
   Wed like to confirm that your refund request is still within the standard processing timeframe.
  
  Were pleased to inform you that your refund has been successfully processed. The amount should appear in your account shortly, depending on your financial institutions processing timeframe.
  
  If you have any questions or need further assistance, please dont hesitate to contact us. We're here to help and committed to resolving any concerns promptly.
  
  Best regards,
  Avana Plastic Surgery 
  ************

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I processed a request for a refund in February 2025 and on May 9th I was told that I would receive the disbursement on Monday May 12th 2025. I have yet to receive my refund. When calling everyday I get the run around stating that I will receive a update or a call back. I have yet to get any form of update.

  Business Response

  Date: 05/26/2025

  Hello Shoni,

  We understand your concerns and appreciate the opportunity to provide clarification.
  Please be advised that we have maintained consistent communication with you via phone and email regarding the status of your refund. As previously communicated, your refund has already been fully processed, and we have provided you with the receipts as confirmation of disbursement.

  Avana Plastic Surgery

  ************

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a credit of over $1,000 with Unique aesthetics. Per Unique they need Avana to request an administrative transfer. Ive emailed and called about this several times. Avana has refused to obtain my prepaid fund so they can be credited to my account.

• Initial Complaint

  Date:05/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel my surgery. The surgery was paid in full. I paid the amount of $5500. Avana plastic surgery approved my refund for $5000. There is a $500 cancellation fee the approved refund amount of $5000 was processed on October *******. I was told it would take ***** days until I received my refund. I e made multiple attempts to reach out via phone and email to acquire my refund with my luck. It has been 6 months now. Theyve given me no time frame or answer on what is delaying my refund.

  Business Response

  Date: 05/26/2025

  Hello *****,

  Thank you for bringing your concerns to our attention. We understand your frustration and sincerely apologize for any inconvenience you've experienced.
  However, our billing department has made multiple attempts to contact you regarding your refund in order to assist you and move the process forward. Unfortunately, we have not received a response.
  We kindly ask that you reach out to our office at your earliest convenience so we can work with you directly to resolve this matter. We remain committed to providing transparent and timely service and hope to bring this issue to a satisfactory resolution with your cooperation.

  Kind Regards, 

  Avana Plastic Surgery 

  ************

• Initial Complaint

  Date:05/05/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are in breach of contract for a refund. Their contract says 30 to 60 business days and I have been waiting on a refund for 6 months. I keep being told it is processing.

  Business Response

  Date: 06/02/2025

  Hello,

  We appreciate the opportunity to respond to ***** ******** concerns regarding their refund.
  
  After reviewing the matter, we can confirm that the full refund has been completed. We understand the frustration caused by the delay and sincerely apologize for any inconvenience this may have created.
  
  We remain committed to ensuring a satisfactory experience for all of our clients and appreciate the opportunity to clarify and address this matter. 
  
  Sincerely,
  Avana Plastic Surgery
  ************

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23287176
  
  I am rejecting this response because: 

   

  --------- Forwarded message ---------
  From: ***** ******** <******************************>
  Date: Wed, Jun 4, 2025 at 11:49 AM
  Subject: Re: ID # ******** - ********************************************* Surger
  To: Cee Cee M. <********************************************************************>
  

  
  
  

  The reply is a lie. I have not received a refund

  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This Avana office made me cancel my appointment because they wouldnt fill out my caregiver paperwork and they told me three weeks before my surgery date that I had to send more money. I have been told my mgr: ****** in the refund department time after time lies about my refund. They held it for 60 b/d and their online paperwork says 30 days. ****** told me I should have my funds by this week and I have NOTHING. THEY OWE ME $3300 and I need my money. The company keeps telling lies when I call about my refund. Please help.

  Business Response

  Date: 05/26/2025

  Hello Ekeda,

  Thank you for reaching out. We understand how important this matter is to you and want to clarify the status of your refund.

  We want to assure you that we have been open, honest, and transparent with you throughout this process. When we last spoke, we confirmed that your refund had been sent and advised allowing time for it to post to your account.Please note that your refund has already been fully processed and released from our end. Please dont hesitate to reach out if you have any further questions or need additional support.
  Kind regards,
  Avana Plastic Surgery 

  ************

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled to have a *** with ** ****** on May 26th 2025. Avana emailed me to tell me the appointment is canceled because the ** won't be in the office that week. I am a NY resident. I have already paid in full for all of my accommodations and I cannot change any of the dates. Refunds are not available for my flights, ******, or the nurse I paid to come care for me so once I was told my appointment is canceled I found a new doctor at a different facility. Who could do my surgery on the same day. I've asked Avana to process my cancellation multiple times because I need a refund immediately. I have spoken to about 10 representatives and they all say something different. One lied and said the refund policy is a ***** day turn around time, except she sent me the policy and it reads. I should receive my refund within 30 days. But Avana will not process my refund and instead keep offering me new dates to have my surgery with their surgeon. I've already began paying for a new surgeon and I just need my money from them. I requested to speak to a supervisor, so many times too, and I finally got one on the phone last night. Her only answer to me is that she will look into why all of this is happening. It's all happening because they cancelled my surgery and are now giving me a hard time while holding my funds. They have been very rude and unprofessional telling so many lies and I'm mentally taxed dealing with this. Please help me retrieve the $2,400 I've paid to them.

  Business Response

  Date: 04/28/2025

  Thank you for contacting us and for your patience during this process.
  We would like to confirm that your refund request has been received and is being processed. Due to the inconvenience caused by the cancellation of your procedure, we will be refunding your full amount without applying any cancellation fees.
  Our team is actively working on finalizing the refund, and you will receive the $2,400 as requested.
  Please allow a short time for the transaction to complete. We will send you a confirmation once the refund has been issued.
  Again, we sincerely apologize for the inconvenience you experienced, and we appreciate your understanding.
  If you have any further questions, please feel free to contact us.
  Sincerely,

  Refund Department.

  Avana Plastic 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23253160
  
  I am rejecting this response because:

  The screenshots I've uploaded are from right now this present moment. My portal still reflects. I have a surgery coming up in 27 days and my refund status still reflects that it was requested and the amount has been approved. As per Avana's contract, I should receive my refund within 30 days of the date I requested it. I requested a refund at least five days ago. Are you please able to expedite my refund so that my funds can be transferred over to the facility that is able to do my procedure on the date I've planned and paid for? Please that's all I ask is to expedite the refund and for it to reflect in my portal that it's processing.
  
  Sincerely,
  
  India ********

  Customer Answer

  Date: 04/28/2025

  There is no refund processing. At 9:09 AM, which was literally just 10 minutes ago. I received an email from Avana saying that I need to have the balance of my surgery paid by May 5. It also reads "Failure to make payment in full within the allotted time will result in your surgery date being cancelled or rescheduled and can result in your account incurring penalty fees."

  Business Response

  Date: 05/01/2025

  Thank you for allowing us the opportunity to clarify and address the concerns raised.

  The patient's full refund has been successfully processed and should have already been received in their bank account. If the refund has not yet posted, we recommend checking with the financial institution for processing times, as delays can occasionally occur depending on the bank.
  The email sent regarding an outstanding balance and payment deadline was triggered by our automated messaging system and was sent in error. This message does not apply to the patient, as their account has already been resolved. We sincerely apologize for any confusion caused by our automated email system. If further assistance is needed, please contact our office directly and we'd be more than happy to provide our assistance.

  Avana Plastic Surgery

  ************

  
  

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  India ********

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 2024, I inquired about a body sculpting surgery from Avana Plastic Surgery, which they priced for me at ******** Dollars. Withing that month, I signed and completed documents they required to proceed with the procedure which was to be perform in December 20th 2024. Throughout the months, I signed other required documents via Docu-sign and paid installments that were required to be in full before November 25th, 2024. I should note, I did sign a document indicating that if for any reason the surgery shall be cancelled, a ****** Dollars cancelation fee will be charged. During the month of November and December, the pre-surgery medical studies requested by Avana Plastic Surgery to be performed by my primary doctor resulted in the discovery of medical complications. Those complications later prevented me from going through with the surgery, as the risk were too high. Avana Plastic Surgery was informed of my doctor's denial for surgery, (a requirement of Avana) which resulted in me not being able to get the surgery and cancel. After informing Avana of my case, I proceeded to request a refund. I was later informed that the refund would take 60 days which I found to be unfair. Later I found out that the actually meant 60 business days which I though to be also unfair. On Feb 18th after I emailed the company, I received an email that only 36 days had past therefore my refund was still unavailable. On march 19 I emailed again informing them that the 60 days were up, and still no refund. I then contacted the company and they informed me that by Aril 17th, my refund of ******* Dollars would be in my account. Today April 23rd, I still have no refund and the status on their website still says pending. This is very unfair and I believe that the company needs to be investigated as this seems to be an on-going issue with many others. I have been patient and they appear to be taking advantage of many requiring a refund.

  Business Response

  Date: 04/25/2025

  Dear  Representative,
  Thank you for the opportunity to respond to the patients concerns.
  We would like to clarify that the patients refund has been processed in full, without any cancellation fees or deductions. Although our standard policy allows for a cancellation fee, in this case, due to the inconvenience caused by the delay, we made the decision to issue the refund for the total amount paid.
  We sincerely apologize for any frustration this situation may have caused and are pleased to confirm that the matter has been fully resolved.
  Please let us know if any additional information is required.
  Sincerely,
  Avana Plastic Surgery

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021, I paid the 250 deposit + 3.5k which was 1/2 of the BA surgery that was originally scheduled, due to health concerns I was unable to proceed and changed my BA procedure in 2022 to BBL procedure in 25. I submitted a refund request 1/1/25. I was e-mailed 1/9 from Avana asking if I wanted to reschedule or postpone. I told them NO and asked if there would be any problem because the card I originally used expired last year and I had closed out that particular bank, so I added a new payment and made a small payment with my active card (and bank) to ensure my refund would be placed onto my active card and I have not received an email correspondence back since then. I called on my 30th day and was told refunds take 60 days and they dont count weekends or holidays. So today (3/31) being my 60th day including holidays and weekends, I am currently on hold trying to get ahold of the refund department, to be told by a front desk worker that my banking information is probably the reasoning my refund is taking more than 60 days and if I want a check it would take an additional 30 days but the refund department should reach out to you shortly. Today (4/3) Ive now called 4 days in a row (on top of the 2 months of unanswered email correspondence) trying to reach a resolution before filing this complaint. Ive been told EVERY day that the refund department will be calling you tomorrow and a new one (on 4/1) that my refund is scheduled to be sent in 4 days. Now today I FINALLY get transferred customer service that helps the refund department that notifies me that Im on the list for April but cant tell me an exact date. Telling me Im barely over my refund date. SHE THEN PROCEEDS TO TELL ME I WILL HAVE TO WAIT FOR A CHECK because they refund to original payment only, THEY ACCEPT PAYMENTS FROM MORE THAN ONE SOURCE, SO SHOULD BE ABLE TO REFUND WHICHEVER SOURCE I MF CHOOSE. So now I will be waiting ****** days total for 3k and will be filing for my losses.

  Business Response

  Date: 04/22/2025

  We appreciate the opportunity to respond to this complaint.
  The patient submitted a refund request on January 1, 2025. As per our policy, all refunds are processed within 3060 business days and must be issued to the original method of payment, as disclosed in our signed agreement.
  In this case, the original payment card was no longer active, and the patient requested the refund be processed to a different account. However, for security and compliance reasons, we cannot issue refunds to alternative cards or accounts that are not linked to the original transaction. Therefore, after verifying with the patient and receiving updated mailing information, a paper check was processed and mailed to the address the patient provided.
  We regret any inconvenience the processing timeline may have caused, but we followed all internal protocols to ensure the refund was issued securely and to the correct recipient.
  At this time, the refund has been completed and sent to the address provided by the patient. If there are any issues with receiving or cashing the check, we are happy to assist further....

   

  Regards,

  Avana Plastic Surgery

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received my refund and would like to close this complaint and thank the business
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 5th I put a deposit down for a procedure. 2 days later I cancelled after reading horrible reviews and seeing they have been reported to the BBB several times. The contract says I had 15 days to cancel. They never responded to me after I cancelled . Im looking for my refund of $500

  Business Response

  Date: 04/18/2025

  Tell us why here...We appreciate the opportunity to address this concern.
  
  On February 5th, the patient submitted a deposit for a surgical procedure. On February 7th, the patient requested a cancellation. As clearly stated in the signed Procedures, Cancellation, and Refund Policy, all cancellations are subject to a $500 cancellation fee, regardless of the timing or reason for the cancellation. There is no provision in our policy that allows for a penalty-free cancellation within ******************************** our agreements.
  
  The patient signed and agreed to these terms at the time of payment, including the acknowledgement and authorization of the cancellation fee.
  
  
  We understand the patients concerns, but our policies are clear, disclosed in writing, and acknowledged in advance. We remain available to assist the patient with submitting the proper refund request form and to ensure any remaining balanceif applicableis processed promptly according to our 30-day refund timeline.